Dialpad

Pros

It has a set of tools that brings together several tasks in a single platform, automating processes helps reduce workflows and helps us as a team to stay active, well communicated with the same information, all working and sharing processes to scale performance and evolution

Cons

At first it can be a bit complex to use because of all its tools, I was confused about where I could do each process, but over time I learned how it works well and nothing has failed me

Pros

What I like most about Dialpad is the ability to text, call, and screen share all from one application.

Cons

There is nothing that I like least about Dialpad.

Pros

The sellers knew their stuff. They knew all the right things to say.

Cons

When we got down to actually buying, these super slick sellers suddenly didn't understand our company and the prices they gave us were completely different than what we ended up signing up with, and what we are using 6 months down the road (price ended up doubling).

Pros

The concept and the theory for how they could work for us was great. Great potential.

Cons

Follow through has been a nightmare. We use them for UCaaS and learned pretty quickly that the design was severely flawed.

No SIP connection from other systems.
No third party transfer recording.
Must be an admin to utilize call analytics and recordings. Doesn't fit our company structure.
Physical phones will inexplicably stop working. Not all in one site. One here or there. Just stops working.
They had a flaw with calls ringing in that came from the same ANI. Multiple calls with same ANI would result in first call going proper IVR workflow. Any additional ended up going fallback route. They put a fix in. Now I get call delays and audio problems.
Tech support is abysmal. Too often they just want to close tickets and do not try to provide solutions. Just try getting an engineer into a meeting. I don't know if they exist.

Alternatives Considered

Reasons for Choosing Dialpad

Switched From

Reasons for Switching to Dialpad

Pros

Easy to learn, great functionalities, easy to integrate into a team and very customizable.

Cons

Bad customer service. Confusing and complicated to setup initially.

Pros

The AI transcription is nice, and the soft phone is nice. There is a robust set of features.

Cons

They misrepresent available features. I was told we could have Teams availability synced so that our phones wouldn't ring when we were in meetings. I was also told that if we had Microsoft synced, we would be able to see contextual emails for that contact and anyone inside our domain. Neither of those is true.

Alternatives Considered

Reasons for Switching to Dialpad

Pros

Nothing. wholly dissatisfied with every aspect.

Cons

Wildly disappointing company. We paid over USD $10,000 to get started, were given multiple PM's because their call quality was so poor. [sensitive content hidden] then joined their team, she was supposed to look into the call quality issues and nothing changed. We had to go back to our current vendor with our tail between our legs and the only reason we left them was because of the lower pricing. Great lesson that price and total cost can be two completely different numbers! Now we have to bring in lawyers which is something we have never had to resort to with any vendor in the past.

Pros

I liked how you could send text messages over Dialpad.

Cons

Transferring calls was not always the easiest.

Pros

Dialpad is easy to manage, and the AI meeting capture tool is pretty neat.

Cons

I don't love that it forces us to send an automated opt-out message after texting someone, even if they have already provided consent.

Pros

The AI Transcript is very useful, and it helps me recall points of the conversation. I also like how it allows me to quickly create contact cards that help me keep track of my call log. Further, I like that Dialpad can operate on both my mobile phone and computer, allowing to take my "desk phone" with me wherever I go.

Cons

There is a slight delay in the call signal. It is slight, but noticeable. I estimate that there is about a 0.5-second delay, causing an overlap in speaking, similar to the delay in other virtual call services. This is likely an unavoidable condition of all VOIP services.

Pros

Native app is easy to use, and easy integration with Google Contacts makes dialing a snap. All users can dial out VoiceIntelligence transcripts are useful and automatically generated. The accuracy is about 80%, usually good enough to easily tell what was being discussed even if some of the words are transcribed incorrectly.

Cons

The port experience was a disaster. There was a goof somewhere and this left me without the ability to receive or make phone calls on my business' primary phone number at either Dialpad or at my prior provider (Google Voice) and the support did not make me feel like fixing this was a priority for them, never providing updates. It eventually got fixed.

The product has arbitrary and foolish feature limitations that feel unnecessary and petty. I am paying good money for this product and yet cannot access even a basic IVR because I am not an enterprise customer with more than 100 users. An IVR is absolutely basic functionality for a phone service with more than one user.

We also cannot set holidays on our service because we need to be in a more expensive plan to do that.

Alternatives Considered

Reasons for Choosing Dialpad

Switched From

Reasons for Switching to Dialpad

Pros

If you are in the Call center industry and looking for a simple yet multifunctional call app then look no further Dialpad is the right fit for you. It has all the features you need Call recording, call monitoring, call history, and texting, the list goes on.

Cons

Its a bit on the expensive side but you do get your monies worth.

Pros

I love how simple it is to set up a quick conference call. It takes less than 2-3 minutes.

Cons

I had some issues with the login and password not working when I tried to login and after multiple attempts I realized I was using my login and password for talk, message, and meet and not video conferencing. Once I figured that out it was so simple.

Pros

I love that they have a web app too. I can use it with my other tasks instead of being on separate devices to use dialpad for calling

Cons

Nothing in particular! The web app has a weird UX where I find it hard to locate the calling button. Else, everything is great

Pros

Relatively easy to set up and manage. Call quality seems to be good for the most part.

Cons

Customer support is not responsive and our Account Manager and the [sensitive content hidden] , have been less than helpful. Call center functionality is not good. Texting back and forth to customers from shared lines is very difficult.

Pros

Nothing! The team is a bunch of liars!!!!! Especially Muhammad!

Cons

Stay away from Dialpad - they lied to me about the capability of their product! After I signed the contract to switch the onboarding team explained to me that what the sales man said was possible is not possible at all. I gave them time to check for a solution only to be told one does not exist! When I asked to cancel the contract they refused stating they will hold me to the contract for 2 years. I have not even ported my number!

Pros

None, we left openphone and regret the decision to do so. Going to go to aircall where hopefully their callback queue actually reflects the people that need calls back. Even after refreshing, customers that colleague A called back, colleague B would see that they needed a call back.

Cons

No SMS notifications, callback queue has never matched from user to user. It's almost like every user has to manage their own callback queue, but person A doesn't get notified that person B has already called them back and spoke with them.

Pros

they are awful people do not recommend.

Cons

I would never write out things like this unless pushed to absolute limits. Dialpads structure for customer support is fraudulent. I spent over 2 months trying to cancel a membership, painfully slow responses, continually took unauthorised payments off my credit card and now gaslighting me when I asked for a refund saying they can't process payments after 3 days. They're dogs.

Pros

Dialpad's web application made it fairly easy to set up the account, customize ringback tones, and view settings.

Cons

I was constantly having issues on my Android and there was no way to "ask first" or transfer a call back to myself if my team member couldn't answer.

Pros

not a lot, couldn't get it working correctly because we could never get onto customer service

Cons

their customer service, took then 8 weeks of constant emails to run a simple test for us

Pros

Configuration capabilities are there to set it up any way you want.

Cons

Customer service is atrocious. I am days into cancellation process and they are still holding my account hostage.

Pros

I admit I was somewhat hesitant for our office to move from a traditional phone system to a cloud-based one. After using Dialpad for nearly a year, I honestly can't remember why I had hesitations in the first place! This system makes my work communication simple and efficient. I'm in and out of the office all the time, so it's been great to be able to answer work calls wherever I am. Our staff uses the messaging function to interact with each other on team projects. I love the fact that you can easily look over your call history list and edit call information to the name of the caller -- I don't have the need to scribble phone messages on paper anymore because it's all conveniently on the app! In addition to receiving voicemails on your phone, you can get emails including them too, so if you need to pass the message on to a co-worker, it's just a simple email forward away. Another awesome feature is the call data. You can track how many people are calling your organization during a specific time period, what percentage of those calls are getting answered, and who in your organization is making the most calls, along with much more data. These metrics can be used in a variety of ways to make your staff more efficient and engaged.

The interface is easy-to-use and understand. Once you have the app on your device and configured appropriately, it's nearly problem-free. It makes me more accessible to our clients and helps keep our team on the same page -- what's not to love?

Cons

The number one issue you will need to get used to using this product is the slight delay that happens from when you speak your words to when they are actually heard. This results in a lot of accidental talking over your caller, but once you use the product for a while, you will get the hang of it.

You can set up the app to use wifi or your calling plan. If you use your calling plan (which you must when you are away from a wireless router), you can get calls with bad connection or even drop a call. If you do have an issue during your call, you have the ability to give the call a one to five star ranking. If you rank the call low, you can add details about the problem, and then support will take a look and try to address the problem if possible. So there are issues, but I think the benefits definitely outweigh the negatives.

Pros

I love the features and they are easy to change and update. Being able to get rid of desk phones and give every employee their own direct line number is great ( for the employees who need one) Transferring calls is easy and I like the feature that it asks you if you would like to "ask" the person if they want to take the call or not. I love that it keeps track of phone calls, times, and send monthly reports regarding all calls ( dropped calls, missed, minutes used etc.) Being able to easily transfer calls to an employees cell phone is useful.

Cons

It starts to get a little pricey the most employees you have. The "Fees" attached to the price are outrageous! These fees are described as : "Federal Universal Service Fund" , "Federal Regulatory Assessment Fee", "State and Local taxes" , and "Compliance and Administrative Cost Recovery" ( the compliance and administrative cost recover is the highest fee and I have no idea what it means or what it is for). I know we have to pay taxes, but when we had our old phone system ( through a local utility company) we didn't pay these fee's? Using Dialpad has tripled our office phone cost, and that's before you buy the needed headsets for use.
You have to add each and every employee that ever needs to use the phone and there is a monthly cost added to your bill ( cost plus fees), I have 3 employees who rarely ever use the phone for work, and I have had to add them as full users. There is no way to have a "main" phone or line that multiple employees can use to make or receive calls. It is not cost effective because I have had to add those three employees to the system, just so they can make a few phone calls per year.
There is a very big delay when you have calls forwarded to your cell phone.
When we chose Dialpad we chose it because of the features and price, the price looks good at first, but as you add employees and all the fee's it's extremely high.
Above and beyond any of these things, the customer service is very lacking. It is the worst customer service I have ever received from anyone. You cannot make a call to customer service, you can only use email. The "help" or response is not automatic, so if you are experiencing issues with the system ( which happens more than I think is acceptable for a business phone system) you have to wait sometimes 1-2 days to get a response or help. They did offer to "upgrade" us to a premier account, which just costs even more money. If you have a premier account you can have a phone number to call and actually speak with someone in customer service. We have had many issues with dropped calls, callers not being able to hear us, fuzziness in calls etc. These things are no big deal if they happen rarely, but they are fairly regular. When customer service does get back to you, they are incredibly rude and not very helpful, and it's usually 3-4 back and forth emails before a resolution is given or the issue is fixed.

Pros

If you are looking for a ​cheaper phone service, that does the job of catering your customer's, this might be the one for you. Way cheaper than Ring Central and The Customer​ Service is Up top, but SOMETIMES not so easy to get in touch with especially​ on weekends. However, I highly recommend​ their service as they are very fair to their users, For instance, when we were still getting used to the system,​ we have 4 phone lines that were reserved and we weren't aware that it was being billed, but the customer service steeped in and refunded the cost of the unused lines RIGHT AWAY, they are easy to negotiate with.

Cons

The Software is basic, but not that very user-friendly compared to ring central. We've been using Ring Central for a few years before we shifted to Dial Pad.
Recordings are not easily located, when you try searching the phone number on the call logs, it will just give you the activity and the only way for you to turn on the recording is to manually​ turn it on while on a phone call, there must be some other ways, but for people who are not so techy and just wanted to use the phone service solely, it would be quiet a challenge figuring how to set this in automatic mode. Dial Pad also Offers Transcription, this means that all Voicemails left on your phone numbers we're automatically transcribed, however,​ it is not accurate but it does the job.
Integrations with dialpad to your customized database​MIGHT be possible​ but at a higher cost and you may need to get a quote with their Sales Department.

Pros

Easy to use and setup, interface is great and not clustered. The file transfer is amazing. A great software for existing copper line customers to convert to voip

Cons

There was no issue with this software, everything was amazing and a breeze to use.

Pros

It is all a scam i don't like the way they use deceptive tactics to trick new customers into contracts

Pros

"Dialpad's interface is user-friendly, and their call quality is generally reliable. The platform offers a range of features that are helpful for managing communications, making it convenient for day-to-day use. However, these positives are completely overshadowed by their poor customer service and billing issues.

Cons

"The lack of accountability and responsiveness from Dialpad's customer support is the biggest downside. Despite numerous attempts to resolve a billing issue, they consistently fail to provide solutions, leaving us overcharged for services we don't use. This ongoing problem has caused financial strain, and their slow or non-existent communication makes the situation even more frustrating."

Pros

Dialpad makes my dialing and communicating with clients so much easier! The AI technology paired with the user friendly designed and functions make my life so much easier.

Cons

I will you could email clients out through Dialpad!

Pros

Compared to other phone softwares, Dialpad is huge step up for call centers. Within the tool, it is so easy to search for previous contacts and at a glance see all interactions we have ever had with specific contacts. As I mentioned already, what truly sets Dialpad apart is their ability for any user in the assigned department to read and follow up on text messages. Other softwares limit the text messages to only be viewable by the user that sends the message, which prevents teams like ours from seeing the messages and following up if the user is not working.

Cons

Not sure if this is a premium features or maybe just not one we have turned on, but I would love to also play back outbound calls.

Pros

Best functions in Dialpad I love would be alerts/notications, accepting and placing calls, and messaging.

Cons

Honestly, Dialpad is great. I don't hqve any negatives to say about using them as a phone system.

Pros

I receive a report detailing the number of inbound and outbound calls. The implementation was straightforward

Cons

There are better cost options for what it provides

Alternatives Considered

Reasons for Switching to Dialpad

Pros

The idea that our phones, webchat, and fax could all be in one place.

Cons

Last fall, we signed up for their services, emphasizing the importance of seamless integration with Lawmatics, our CRM. Despite assurances that everything integrated smoothly, we've encountered major headaches along the way.
We started talking with Dialpad last fall and had multiple calls/zoom meetings with them. We told them we used Lawmatics for our CRM and that it was critical that everything integrated directly to Lawmatics. We were assured on numerous occasions that everything did integrate into Lawmatics.
Once we signed up for both phone and website chat, they started billing us for the website chat service, even though it was not up and running. They were still building it out, which they billed us an extra $1,000 and took another 2 months before they had the chat bot ready for us to even look at. Once we got the suspicion that the web chat did NOT integrate to Lawmatics, we emailed them directly and asked. It took over a month for them to finally come back and say that the web chat did NOT integrate directly with Lawmatics, but they were happy to build out a custom zapier connection for an additional $$$$ (crazy amount here).
I immediately requested a refund and cancellation of the web chat services, and they have spent another 2 months beating around the bush before telling me that can't do that, and I'm stuck with their contract for web chat.
This is after the issue we had with their fax service. We tried sending faxes for several weeks and then realized none were going through. When we reached out to Dialpad they said "oh yeah, that's a known issue"- a known issue that their fax doesn't work??? At least they did let us cancel that service.

It's a reminder to be vigilant about who we partner with and to ensure that promises made align with the actual service provided.

I hope this insight will help others avoid the mistake that I made in choosing to work with Dialpad.

Pros

User interface was ok and fairly easy to get around. But nothing actually worked

Cons

Basically everything else
- Customer service is more useless then a blind dog trying to figure out what is going on
- Doesn't forward calls to external numbers effectively or efficiently.

Pros

Dialpad is cost efficient and is overall easy to use.
The chat feature is convenient and useful to send reminders for sessions.

Cons

The video conferencing is not as easy to use as I had hoped. I contacted tech support and still was unable to resolve the issue.

Pros

The ability to send messages, host a meeting, share the screen, share files through the app.

Cons

Receiving phone calls from people not on your contact list.

Pros

There is a great intuitive interface, cloud-based accessibility, and robust features Calls made using the platform are clear and the video calls and AI-driven transcription services are stellar.

Cons

Monthly price can get pretty high as each feature is done piecemeal.

Pros

I love that Dialpad literally worked with my company to get us out of our terrible contract with our previous VoIP and that allowed us to setup and configure a call center. Call center and documentation and auditing is great for giving peace of mind and accountability to our employees and customers.

Cons

There was literally nothing I disliked about Dialpad. Dialpad is a great system and great for the price.

Alternatives Considered

Reasons for Choosing Dialpad

Switched From

Reasons for Switching to Dialpad

Pros

Precise transcription of calls in real time

Cons

Dialpad has nothing that I dislike about it.

Pros

Interface is slick compared to the previous product we used

Cons

We started with 20 licenses and as our business grew we increased to 50. Now our business isnt as big and we're trying to reduce licenses back down to 20 and they continue to charge for 50 - I genuinely thought this was a mistake but NO! They legit think its ok to state that I can only reduce user count at contract renewal in 3 years! These terms were buried in the smallprint and their customer support is useless. Our supposed account manager just avoids us, the original sales person that neglected to tell us this very important detail has left the company. I am basically having thousands of dollars stolen from me by these absolute rogues - this is verging on criminal

Pros

I love the simplicity and ease of use that makes using Dialpad easier than using a normal landline office phone. It is easy to move throughout the app and explore all the features, and you can seamlessly move your calls throughout your office/organization with no hassle or extra steps. Whether you are using it for yourself or as an office/company phone system it is an effective tool that makes the crucial communication flawless and simple. 10/10 recommend

Cons

I don't have anything bad to say about dialpad, except maybe adding a software that allows you to sent mass texts in a non-group text setting. Which to be fair, I am sure they probably have it and I just do not know how to use it though.

Pros

I don't have any Pros to give you as i am not happy with the service

Cons

Poor customer service - no response from them

Pros

price at first. Now it is a bit more expensive. I liked the voicemail transcription.

Cons

It is not very intuitive to set up voice mail and call routing and other features.

Alternatives Considered

Reasons for Switching to Dialpad

Pros

What I like most about Dialpad is it's a very straight-forward platform. It's like using a dialpad on your phone.

Cons

So far, there's nothing I like least about Dialpad because it's very easy to use.

Pros

With Dialpad, managing business calls has been easy thanks to features such as call recording, call tracking and VoIP.
The business phone system features are very capable and using this tool is easy
It also comes with sales enablement features.

Cons

It has so many helpful features and so far Dialpad hasn't posed major challenges.

Pros

The price was definitely affordable. That's about the only positive thing I can say.

Cons

Everything besides the price. The reps gave me misinformation multiple times. The communication was horrible. After signing the contract, a week past and I still couldn't have the service up and running. Wasted so much time with them and never got anywhere.

Alternatives Considered

Pros

It 'seemed' like an affordable option for call recording.

Cons

HIGH failure rate. Most often the calls never connect & on the small percentage that do, the person on the other end can't hear me. ALSO IMPORTANT - don't be fooled by the cost they quote. In addition to all the miscellaneous charges, they have a fee they charge for 'Administrative Cost Recovery'. In other words, our price isn't really our price because that isn't enough to cover costs, so we will add on a fee. My $180/year service was actually $270!

Pros

Dialpad is easy to use and install and is mission critical to our sales and support efforts.

Cons

It can be expensive and redundant at times but it is very much worth it.

Pros

Nothing, absolutely nothing.

Cons

My experience with Dialpad's customer service was incredibly frustrating. Setup took weeks longer than promised, and canceling my account became a months-long ordeal. Customer service was unresponsive, lacked follow-through, and the procedures for cancellation were unnecessarily complicated. I would caution anyone considering Dialpad to research their customer service reputation and explore alternative options. Dialpad fell far short of acceptable customer service standards in my experience.

Pros

Relatively easy admin. Extendability (api , integrations)

Cons

Customer service is a nightmare. Took me days to cancel when i no longer needed the service. Was eventually going to resubscribe my team but the way they handled customer service turned me off.

Pros

None, scammers, make sure you cancel on your bank

Cons

Nothing, worse than can happen when you are at work